Terms and Conditions of Service

Throughout these Terms & Conditions of Service, “We” refers to Qwicka Kleen and “You” refers to you, our esteemed clients.

General Provisions

We reserve the right to refuse to clean any garment.
We do not guarantee the removal of all stains.
We are not responsible for the loss of or damage to any personal or non-cleanable items left in the clothing or laundry bags such as money, jewellery, or any other item. The customer agrees not to leave such items in its clothing or in its laundry bags.
We cannot hold unclaimed garments for more than 1 month. Beyond this period, unclaimed garments will be donated to charity accordingly.
All sales are final and all payments are non-refundable.
We reserve the right to charge balances of previously approved payments/services to the customer’s credit card on file.

Estimated Prices

Prices may be changed at any time without further notice. We reserve the right to change our services prices at any time without further notice.
Estimates (via our website, App, over the phone or by our driver during collection) are given as a guideline prior to items being seen by us in our processing factory.

Final Quotes

Quotes are only given once items have been seen in our processing factory.
Quotes will only be given if specifically asked for by the customer. Otherwise, we will go ahead with cleaning the collected items as per our current applicable prices.

Payment

Orders must be fully paid before delivery unless paying by cash on delivery.
Card payments are only accepted in our stores or via the App. We do not accept card payments over the phone.
Cheque/BACs accounts - These are available only to selected business customers.
Overdue accounts - We reserve the right to charge interest and remove any applicable discounts to future cleaning. Quotes are only given once items have been seen in our processing factory.
Quotes will only be given if specifically asked for by the customer. Otherwise, we will go ahead with cleaning the collected items as per our current applicable prices.

Damage Policy

We will use reasonable efforts to maintain a high-quality cleaning service.
We accept no liability for damage due to normal cleaning of items without care instructions and accept no liability for items treated in accordance with the care labels or other instructions provided.
We accept no liability for “special care” items, that include special attention, to be cleaned or that do not have care instructions; provided, however, We will take special care of items that are placed in a separate plastic bag (provided by the customer) located within the customer’s laundry bag if the plastic bag is clearly labelled “delicates.”
We are not responsible for clothing bleeding, shrinking, or otherwise changing as a result of normal washing procedures. Precautions will be taken to alleviate these problems if possible.
We deny any responsibility for lost or damaged items, should the claim be made more than 7-days after customer pick up or delivery.
We commit to investigate items damaged as quickly as possible and keep you updated throughout this process.

Lost Item Policy

Every measure is taken to ensure there is no loss of personal property.
However, in the rare instance that items are missing, a claim must be submitted within 48 hours from the time of customer pick up or delivery, along with a receipt or proof of purchase and the delivery ticket. Reimbursement will be according to the provisions stated below.
We deny any responsibility for lost or damaged items, should the claim be made more than 7-days after customer pick up or delivery. Additionally, before items may be deemed as lost, We require several days to attempt to locate the garment.
We commit to investigate items missing as quickly as possible and keep you updated throughout this process.We will use reasonable efforts to maintain a high-quality cleaning service.
We accept no liability for damage due to normal cleaning of items without care instructions and accept no liability for items treated in accordance with the care labels or other instructions provided.
We accept no liability for “special care” items, that include special attention, to be cleaned or that do not have care instructions; provided, however, We will take special care of items that are placed in a separate plastic bag (provided by the customer) located within the customer’s laundry bag if the plastic bag is clearly labelled “delicates.”
We are not responsible for clothing bleeding, shrinking, or otherwise changing as a result of normal washing procedures. Precautions will be taken to alleviate these problems if possible.
We deny any responsibility for lost or damaged items, should the claim be made more than 7-days after customer pick up or delivery.
We commit to investigate items damaged as quickly as possible and keep you updated throughout this process.

Lost or Damaged Items Reimbursement Policy

Fair compensation is based on the replacement value less the age and condition of the item. (We follow the TSA fair compensation guidelines drawn up in conjunction with the association of British Insurers)

For lost items compensation will normally be paid after 4 weeks from the date the loss was reported.
Any reimbursement shall not exceed the lower amount of the following:
- 5 times our charge for cleaning or pressing the item; regardless of brand or condition.
- With an original receipt and proof of payment, replacement value of the garment(s) as follows:
  - 100% if purchase made under 30 days,
  - 40% if purchase made from 31-120 days previously
  - 20% after 1 year of purchase.
We are not liable for reimbursing new items purchased by the customer to replace lost or damaged items i.e. We cannot accept liability for any consequential losses outside of our control e.g. You need a missing suit for an interview and had to buy another before we had sufficient time to find your suit. Every measure is taken to ensure there is no loss of personal property.

Customer Missed Delivery Time

Very occasionally, delivery will take longer than first advised due to factors such as item re-cleaning, machinery breakdown, hang dry only etc.
If you must have items back by a certain day you must stipulate that at pick up.
We reserve the right to charge for re-delivery if you fail to be home for the agreed time.

Customer Failure to Check Our Driver’s List

We cannot accept claims for missing items unless you have reviewed and agreed to our driver’s list of collected or delivered items.
Unattended collection and delivery is strictly at your own risk.

Trimming of Items

Buttons, buckles, zips, poppers, badges, sequins & similar trim cannot be guaranteed in the movement of cleaning and pressing.
It is the manufacturer's responsibility to ensure that item trim as well as the material is suitable for the care label they have applied to the garment. Damage to these items is normally due to manufacture deficiencies or wear. We cannot accept claims for missing items unless you have reviewed and agreed to our driver’s list of collected or delivered items.

Minimum Order Value

The normal minimum order value for free delivery is £20.
We reserve the right to increase this subject to factors such as distance, parking, access etc. Buttons, buckles, zips, poppers, badges, sequins & similar trim cannot be guaranteed in the movement of cleaning and pressing.
It is the manufacturer's responsibility to ensure that item trim as well as the material is suitable for the care label they have applied to the garment. Damage to these items is normally due to manufacture deficiencies or wear. We cannot accept claims for missing items unless you have reviewed and agreed to our driver’s list of collected or delivered items.

Customer Instructions

Items left without your instructions will be cleaned according to their care labels and/or our professional judgement.
These should be attached to your order and include your name, address, items details, cleaning service required, delivery date and any other relevant information.

Customer Instructions

Items left without your instructions will be cleaned according to their care labels and/or our professional judgement.
These should be attached to your order and include your name, address, items details, cleaning service required, delivery date and any other relevant information.

Garment Care Labels

We strictly follow the item care label cleaning instructions as advised by the manufacturer.
You must clearly request before cleaning if you expressly wish us not to follow your item care label instructions. Such garment will then be cleaned at the owner’s risk.

Stains on Items

We cannot guarantee the complete removal of stains despite using every trick in the book. Some stains are fixed and cannot be safely removed.
We will re-clean any item free of charge once, provided that the customer requests this within 7 days of delivery of cleaned items.
The original cleaning charges will still apply even if stain removal has been unsuccessful.

Unclaimed Items

Any items held for over 30 days (i.e. 1 month) by the company will be donated to charity.

Service Washes (Wash, Dry and Fold)

We do not take responsibility for sorting through soiled laundry prior to washing. Please prepare it as if washing it yourself.
Separate and sort your colours (preferably into different bags).
Check the suitability of all items for;
Washing
Tumble drying is at 60c. (Unless you clearly request lower drying temperature)
Do not leave dry cleaning only or non-tumble dry items in your bag
Check garment pockets etc for pens, tissues etc.
We do not accept claims for missing items in service washes - It is not practical or cost effective to individually ticket all your items therefore we have no record of what is in your bag. However, CCTV and thorough inspection of machines throughout processing ensures every sock is returned.
Wash & Fold is priced in multiples of 3Kg machine loads. For example, bags weighing less than 6Kg are one load, less than 9Kg two loads, less than 18Kg three loads etc. A bag of mixed colours weighing less than 6Kg which has to be separated into 2 different machines will be charged as 2 loads. Large and bulky items weighing less than 6Kg will be charged as 2 loads if they are too large to fit in a 6Kg machine.
Non-tumble dry, hand wash and feather filled items cannot be included in Wash & Fold.

Curtain Cleaning

We will proceed with cleaning your curtains on the basis that you understand the following risks:

If a manufacturer's care instructions are not affixed to your curtains, cleaning will be at owner’s risk.
Ultraviolet damage or sun rot may occur when curtains have hung in a window for prolonged periods. The movement in cleaning can damage/tear the weakened material.
Black out/vinyl backed linings - There is a high risk that these linings may blister and peel in the cleaning process. Manufacturers should use materials/linings suitable for dry cleaning but often do not. We estimate 1 in 10 blackout linings will be damaged in dry cleaning.
Shrinkage may occur when cleaning curtains for the first time especially if they are interlined. It can be typically 3%. To minimise the risk of shrinkage, ask for our specialist cleaning. (Which includes lower temperature drying and steam stretching during the finishing process).
Stains cannot always be removed. Water based stains are particularly difficult.
Hems & linings - The curtain dry cleaning process involves movement. We do not accept responsibility for weak stitching coming undone in this movement.

Leather Cleaning

We will proceed with cleaning your suedes and leathers on the basis that you understand the following risks:

Loss of colour - Some dyes are soluble in the cleaning solvent. Original colour cannot always be restored.
Imperfections in skins - Scars, tick marks, veins, wrinkles and texture change may be more apparent after cleaning.
Shrinkage - Skins overstretched during tanning may shrink.
Colour shading from adhesives - Glues used during construction that are not solvent resistant may seep through the leather causing dark areas.
Multi-coloured garments - Dyes may bleed onto adjacent leather, suede or fabric.
Stains - Some stains cannot be removed without causing damage to the colour or skins.
Vinyl trim - The vinyl could peel, harden, or bubble. School jackets are especially vulnerable to the cleaning process. (Also, some dyes used in the jackets are not colourfast and can fade or bleed onto one another)
Decorative Trim - Metal, rhinestones, beads, or sequins may be damaged or come off in the cleaning process.

Dry Cleaning without Pressing (per Kg)

Due to our low charges for of this type of dry cleaning, we only accept liability to damaged/lost goods up to £35 per item.
No household items are accepted, garments only.